Bad customer service from Gap Cover Department

I have twice requested, on the FNB website, for their Gap Cover Department to give me a call as I am interested in their product. I have not received any feedback from them at all on my queries logged. When I contacted FNB telephonically, I was told by the agent that the Gap Cover Department does not have a direct line and that they would give me a call back. It's now been about 3 days since my phone call to the call centre without any call back or feedback regarding my query logged. I have now also missed the cut off to cancel my current gap cover as I have to give a months notice... Very bad service from FNB, and as a very loyal customer, I am not used to this bad service from them...